Functional Service Desk Agent – Clearance Required

This is a fully remote position, open to applicants in United States.

📋 Description

• Offer subject matter expertise in federal acquisition and contracting to investigate, diagnose, and resolve functional incidents and service requests.

• Conduct ticket triage within AESMP/ServiceNow, including priority validation, categorization, tagging, routing, and ticket ownership.

• Maintain expert-level knowledge of ACWS functionality, Army contracting business processes, and troubleshooting methodologies.

• Complete all necessary AESMP and program training.

• Troubleshoot FPDS contract action reporting, including CAR submission and addressing validation errors.

• Manage assigned tickets to ensure compliance with Service Level Objective targets, documenting troubleshooting efforts, communications, and resolutions.

• Assess whether reported behaviors stem from system issues or business-process issues, researching known issues, defects, and potential workarounds.

• Communicate directly with end users, providing clear guidance and regular status updates.

• Prepare escalation packages for the Tier 3 System Integrator and facilitate warm handoffs when necessary.

• Assist in Change and Defect Management, Agile Release Train intake, and monitoring tickets pending code changes.

• Author, edit, and review Knowledge Based Articles and Knowledge Based Videos in AESMP.

• Analyze incident trends and issue clusters for Problem Management, root cause analysis, and continuous service improvement.

• Support the ITIL service model framework for the contracting community.

• Communicate incident status and business impacts to stakeholders and leadership.

• Engage in developing, reviewing, and delivering project artifacts and deliverables.

⛳️ Requirements

• Active Secret Clearance.

• Bachelor’s degree with 5+ years of experience in Federal government contracting and/or program management office, or 9+ years of relevant work experience.

• DAWIA, DAU, NCMA, FAC, or other pertinent certification in contracting.

• Comprehensive understanding of the DoD contracting lifecycle, the FAR, and the DFARS.

• Advanced comprehension of the contracting user community.

• Capability to develop targeted communications and knowledge content.

• Ability to work effectively in a team-oriented matrix organization.

• Exceptional verbal and written communication skills.

• Proficient in collaborating with both internal and external customers.

• Proven analytical and problem-solving capabilities, including structured troubleshooting and root cause analysis.

• Strong organizational and time management skills.

• ITIL Foundation certification or the ability to obtain it within 6 months of hire.

• Active DoD Secret Clearance and U.S. Citizenship.

• Desired: 5+ years of warranted contracting officer experience.

• Desired: Previous experience as an Organizational Administrator, System Administrator, or in a privileged-user role of ACWS or another DoD contract writing system.

• Desired: 2+ years of experience in a tiered service desk, help desk, or application functional support role utilizing an enterprise IT service management platform.

• Desired: Experience in developing and maintaining knowledge base content.

• Desired: CompTIA Security+ certification.

🏝️ Benefits

• Competitive salary.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Collaborative and supportive work environment.